Job Overview
To own Team Member recruitment and successful onboarding to ensure it meets business needs
To build a robust Family Tree through strategic succession planning ensuring Plan Bs are in place for each role
To drive Team Happiness
To embrace the Thoughtful Leadership Principles (Being Kind, Honest and Generous)
To ensure in-shop training, legal compliance training and graduations are carried out following the agreed standards and guidelines and at the right time. This includes completing journals and reviews accordingly
To minimise Turnover by following the Turnover Principles
To regularly complete 1:1s to review the team’s performance
To ensure the team’s wellbeing by promoting and nurturing a healthy work-life balance
Amazing service
Responsibilities
* To ensure the team consistently delivers Amazing Customer Service by following the 6 Key Points of Service
* To ensure the Speed of Service Principles are embedded in the shop and as a result we provide fast, friendly and efficient service consistently
* To encourage customer loyalty by empowering the team to use initiatives
* To strive to achieve a perfect Mystery Shopper score every week by putting customers first and by coaching the team to see the shop through customers’ eyes
* Delicious food and drink
Production
* To ensure the team consistently delivers delicious food by following the 6 Key Points of Production
* To ensure the 11-Step Production Process is always followed to guarantee customer safety and that each product is accurately made and labelled
* To ensure the management team understands and follows the Production Principles putting customers’ needs first and never compromising on quality or freshness
* To ensure the shop food range matches customer demand
* To continually develop the team’s knowledge about the quality of our food and coffee
* To ensure our Barista Prepared Drinks are made by trained employees consistently, and to the highest standard
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